Client Services Supervisor

Company Description

Informa Markets creates platforms for industries and specialist markets to trade, innovate and grow. Our portfolio is comprised of more than 550 international B2B events and brands in markets including Healthcare & Pharmaceuticals, Infrastructure, Construction & Real Estate, Fashion & Apparel, Hospitality, Food & Beverage, and Health & Nutrition, among others. We provide customers and partners around the globe with opportunities to engage, experience and do business through face-to-face exhibitions, specialist digital content and actionable data solutions. As the world’s leading exhibitions organizer, we bring a diverse range of specialist markets to life, unlocking opportunities and helping them to thrive 365 days of the year.

Job Description

• Lead Client Services Specialists, including the oversight of workflow and day-to-day tasks to ensure completion in order to meet and exceed service level goals
• Manage technology systems (FreshDesk, FreshChat, phone systems, etc.)
• Act as liaison with IM/Global Support on technology needs and support
• Identify and report on best practices, especially in terms of technology, to assist in streamlining our processes and procedures
• Ensure and oversee consistency in procedures across shows (ESKs, booth approvals, floor manager training, etc.)
• Help provide exhibitor related tools and content topics/updates to market and cross-functional teams
• Assist Senior Manager in scheduling staff and event assignments as well as OT tracking
• Assist Senior Manager in the implementation of new systems and procedures
• Conduct staff reviews, coaching, and disciplining for direct reports
• Manage and approve time of direct reports
• Manage recruitment process for additional temporary support staff
• Monitor and approve expenses for additional temporary support staff
• Handle escalated customer issues
• Prepare reports and files as requested
• Partner with other teams, both internal and external, to identify new ways to support our exhibitors and events
• Maintain relationships with other departments and vendors
• Travel as requested
• Additional responsibilities as needed

Qualifications

• College degree preferred
• Minimum of 5 years of event coordination or working with exhibitors
• Minimum 3-5 years of experience in a client/customer service environment, contact center environment a plus
• Previous experience of managing a team or in a team leader role
• Intermediate computer skills required
• Excellent oral and written communication as well as presentation skills required
• Project Management experience desired

Additional Information

We offer:

• Competitive Compensation Package
• Access to LinkedIn Learning and other development/training opportunities
• Health and Wellness Benefits (medical, dental, eye)
• 401K and Matching
• Employee Stock Purchase Program
• Generous PTO policy
• Work-life balance
• Additional discounts through various partnerships

The pay range for this position is $50,000- $56,000, depending on experience. 

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.